At a Glance
- Tasks: Support customer experience and operational excellence across EMEA for a leading global brand.
- Company: Join SKIMS, a pioneering brand redefining modern apparel with a focus on innovation and inclusivity.
- Benefits: Enjoy private medical insurance, life assurance, income protection, and wellness perks.
- Other info: Hybrid role based in London with opportunities for growth and collaboration across teams.
- Why this job: Be part of a dynamic team driving customer satisfaction and operational success in a fast-paced environment.
- Qualifications: 2-4 years in e-commerce or customer service, strong problem-solving skills, and proficiency in Excel.
The predicted salary is between 35000 - 45000 £ per year.
SKIMS is a solutions-oriented brand creating the next generation of underwear, loungewear, shapewear, and essentials. We are setting new standards by delivering technically innovative, comfort-driven products with elevated design for everybody. At the intersection of culture, innovation, and commerce, SKIMS is a global brand redefining modern apparel. Our teams are built on creativity, collaboration, and operational excellence, and we are committed to fostering an inclusive, high-performance environment where ambitious, curious, and values-driven individuals can do the best work of their careers.
As we continue to scale globally, our HQ teams play a critical role in shaping strategy, building world-class infrastructure, and driving sustainable growth across markets.
SKIMS is seeking a proactive and detail-oriented CX Operations & Support Specialist, EMEA to support our growing EMEA business and help drive operational excellence across customer experience, fulfillment, logistics, retail support, and fraud prevention. Based in London, this hybrid role (2–3 days in office per week) serves as a critical link between frontline customer support and the operational teams that power the customer journey. The Specialist will be responsible for investigating escalations, resolving complex operational issues, managing carrier and fulfillment exceptions, supporting fraud and claims processes, and partnering cross-functionally to improve the overall customer experience.
This role is ideal for someone who enjoys problem-solving, navigating ambiguity, and working across multiple teams and systems to identify root causes and drive resolution. As SKIMS continues to expand internationally, this position will play a key role in ensuring a seamless customer experience while supporting scalable operational processes across the EMEA region. The successful candidate will combine strong analytical and organizational skills with a customer-first mindset and the ability to manage multiple priorities in a fast-paced, high-growth environment.
Key Responsibilities- Provide customer support via email, chat, SMS, and social media channels
- Collaborate cross-functionally to address complex cases and share customer insights with internal teams
- Resolve customer issues related to delivery, fulfillment, inventory, and policy enforcement
- Coordinate retail escalations and customer-impacting issues across retail, CX, and operations teams during flagship and expansion initiatives
- Manage shipping exceptions, carrier investigations, and lost package claims
- Partner with International and US Domestic warehouse, transportation, returns, Ecomm, and Tech teams to resolve fulfillment and escalation issues
- Support international operations through queue management, customer issue tracking, and workflow coordination
- Support reporting, damage analyses, and service disruption communications
- Investigate chargebacks, claims, lost packages, and high-risk orders to support fraud prevention efforts
- Reduce operational risk through order monitoring and fraud review processes across international markets
- 2–4+ years of experience in e-commerce, customer service, retail operations, or related fields
- Strong problem-solving, organizational, and communication skills
- Proficiency in Excel / Google Sheets
- Familiarity with customer service platforms (Kustomer experience is a plus)
- Experience handling fulfillment issues, claims, fraud reviews, or operational escalations preferred
- Flexible availability for occasional evening/weekend operational support
- Fluent in English; additional European languages are a plus
- Must be based in London
- Comfortable learning new tools and workflows (training provided)
- eCommerce operations experience
- Warehouse or logistics familiarity (including 3PL environments)
- Retail or flagship support experience
- Experience working cross-functionally across operations and customer support teams
- Private Medical Insurance (PMI)
- Group Life Assurance
- Income Protection
- Critical Illness
- Pension Scheme
- Modern Health
- ClassPass
INTL CX Ops Support Specialist - London employer: SKIMS
At SKIMS, we pride ourselves on being an exceptional employer that values creativity, inclusivity, and personal growth. As a Team Member, you'll enjoy a supportive work culture that prioritises your wellbeing with generous employee discounts, paid sick time, and mental health resources. Join our passionate team in a fast-paced environment where you can make a meaningful impact while developing your skills and contributing to our mission of delivering outstanding customer experiences.
StudySmarter Expert Advice🤫
We think this is how you could land INTL CX Ops Support Specialist - London
✨Get to Know Your E-commerce Community
Dive into specific e-commerce forums and groups on platforms like Reddit or Facebook. Engaging with these communities can open up opportunities and give you insights into what companies like SKIMS are looking for when hiring for a INTL CX Ops Support Specialist - London.
✨Showcase Your Skills with an Online Portfolio
In e-commerce, a strong online presence can set you apart. Create a portfolio that highlights any projects, case studies, or even personal ventures related to e-commerce. When you apply to SKIMS for the INTL CX Ops Support Specialist - London, a tangible demonstration of your skills could make a huge difference.
✨Attend E-commerce Events and Conferences
Keep an eye on e-commerce conferences and workshops in your area. Not only will you gain valuable knowledge, but networking with industry professionals could lead to job leads. Plus, if you're keen to work at SKIMS as a INTL CX Ops Support Specialist - London, rub shoulders with their representatives when possible!
✨Utilise Company Resources
Don’t forget to check out SKIMS’s career page for any unique application processes or opportunities that might not be listed on job boards. Applying directly through their website might give your application a bit more visibility, especially for a INTL CX Ops Support Specialist - London.
We think you need these skills to ace INTL CX Ops Support Specialist - London
Some tips for your application 🫡
Show Off Your E-Commerce Savviness:When you're applying for an e-commerce role at SKIMS, make sure your CV reflects your familiarity with online retail platforms, digital marketing, and user experience. Highlight any relevant tools and technologies you've used, like Shopify or Google Analytics, to demonstrate that you’re well-versed in the industry.
Craft a Compelling Cover Letter:Your cover letter should not just reiterate your CV; it’s your chance to showcase your passion for e-commerce and how it aligns with SKIMS's goals. Mention specific projects or achievements that relate to the role, and don’t forget to express your enthusiasm for working in a dynamic, fast-paced environment where you can make a tangible impact.
Metrics Matter:In the world of e-commerce, numbers speak volumes. When detailing your past experiences, quantify your achievements wherever possible—like the percentage of sales growth you contributed to or successful conversion rates from marketing campaigns. This will make your application stand out and show that you're results-driven.
Tailor Your Application:Don’t forget to customise your CV and cover letter for the specific position at SKIMS. Use keywords from the job description, and address the unique challenges the company may face in the e-commerce space. A personalised application helps us see that you're not just applying everywhere but are genuinely interested in being part of our team.
How to prepare for a job interview at SKIMS
✨Show Off Your E-commerce Know-How
In a sector like e-commerce, having a strong grasp of current trends and technologies is crucial. Let’s make sure you’ve brushed up on key platforms that SKIMS uses—think about popular e-commerce software, digital marketing strategies, and how these affect consumer behaviour. Being able to discuss these intelligently can really set you apart.
✨Portfolio Power: Showcase Your Results
For a full-time e-commerce role, it’s key for us to present a portfolio that highlights your results rather than just your tasks. If you’ve worked on campaigns or projects, bring examples that showcase your contribution and the impact they made—use metrics if you can! This helps to illustrate your value in a real-world context.
✨Technical Questions: Prep for the Specifics
Get ready to tackle some technical questions related to e-commerce analytics, SEO tools, or website optimisation. Think about any past experiences where you utilised data to inform decisions or improve sales. Being prepared with specific examples will showcase not just your knowledge, but also your practical application of it, which we all know is crucial!
✨Engage in a Conversational Style
Full-time interviews can feel quite formal, but try to keep it conversational, especially if you click with your interviewers at SKIMS. Share your thoughts and ideas about the future of e-commerce, and don’t shy away from engaging with their questions openly. The more genuine and relatable you are, the better connection you’ll create!
